Executive recruitment firm Monroe Consulting Group Philippines is recruiting on behalf of a confidential client. This is a full-time, remote role following a night shift (PH-based) schedule.
Job Summary:
Our client is looking for a Customer Support & Success Manager to lead a Manila-based team supporting a global HR software platform. This role oversees both technical customer support and customer success/retention for low-ARR clients, ensuring an exceptional end-to-end customer experience.
The role owns the end-to-end customer experience across support and renewal interactions, with strong accountability for operational excellence, team performance, service quality, and customer satisfaction. The successful candidate will work closely with cross-functional teams based in the US and other global regions.
Key Job Responsibilities:
Customer Support Leadership
- Lead and manage a team of Customer Support Representatives providing technical support for HR software users
- Serve as the primary escalation point for complex or high-severity (Severity 1) issues
- Oversee daily support operations including ticket intake, prioritization, backlog health, and SLA compliance
- Manage incident response, root cause analysis (RCA), remediation planning, and preventive actions
- Track and report on support KPIs such as response time, resolution time, backlog trends, and escalations
- Drive continuous improvements in support processes, tools, and documentation
- Own self-service support initiatives including knowledge base, documentation, and chatbot responses
- Partner with Product, Engineering, and Operations teams to reduce recurring software issues
Customer Success & Retention
- Manage Customer Success Representatives handling renewals and retention for low-ARR accounts
- Align with global Customer Success leadership on customer coverage and escalation paths
- Identify at-risk accounts based on support signals and drive proactive engagement
- Act as a customer advocate to ensure customer-impacting issues are prioritized internally
- Provide customer insights that influence service standards, tools, and experience strategies
People Leadership & Operations
- Lead hiring, onboarding, coaching, performance management, and career development
- Build clear growth pathways from Support roles into Customer Success roles
- Foster a culture of accountability, collaboration, and customer empathy
- Support workforce planning, staffing models, and succession planning
- Participate in leadership escalation and on-call rotations as required
Key Job Qualifications:
Education & Experience
- Bachelor's degree in Business, Management, or a technical field
- Minimum 4 years of leadership experience in customer support, help desk, call center, or customer success
- Proven experience managing remote teams
- Background in SaaS or software support environments
- Strong understanding of SLAs, incident management, and SDLC
- Familiarity with US HR, Talent Acquisition, or Talent Management processes and metrics
Tools & Technical Skills
- Hands-on experience with Salesforce and JIRA (required)
- Strong reporting, analytics, and dashboarding skills
- Proficient in MS Word, Excel, and PowerPoint
- Experience leveraging automation and workflows to improve operational efficiency
Core Competencies
- Strong customer-first mindset and passion for service excellence
- Data-driven, analytical, and solution-oriented leader
- Excellent written and verbal communication skills
- Proven ability to build and lead high-performing teams
- Comfortable working in a fast-paced, global, remote setup
